jane.reambonanza@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• OTHER is the slowest family at 76m 6s; outlier: 2.7x weekly median handle time.
• EA is one of the slowest families at 34m 39s.

Problem Categories

Week-over-Week Movement

• Collect essential device details (model, serial, warranty) before troubleshooting.
• Avoid unauthorized tools and incorrect technical guidance.
• Follow standard troubleshooting flows for common issues (e.g., printer connectivity, router access).

What Went Well

1. Persistence in complex troubleshooting

> "Okay, so do you have now, sir, a computer that is connected directly... it does it have internet connection? Yeah, the computer that is wired to the modem. Does it have an internet access?"

#LTS00131729

You stayed patient with a hearing-impaired customer, methodically verifying connectivity and guiding them through static IP configuration — a strong example of resilience under pressure.

1. Effective escalation handoff

In #GI00132169, you recognized persistent password issues after a Spectrum upgrade and escalated correctly, ensuring the customer received advanced support rather than prolonged frustration.

1. Clear communication of next steps

In several cases (e.g., #LTS00131757), you scheduled callbacks with specific times and confirmed contact details, reducing ambiguity for customers.

Growth Opportunities

1. Avoid materially incorrect technical guidance

> "you need to enter the IP address then forward slash sysinfo.cgi forward slash sysinfo.sysinfo.cgi"

#GI00131461

What “good” looks like:

- Verify model compatibility before suggesting commands (e.g., /sysinfo.cgi isn’t standard on Velop/MX series).

- Use only documented default credentials — never guess or invent passwords like “admin admin.”

Next step: Cross-reference KB articles for command validity and default logins before engaging customers.

1. Systematically collect essential device details

> "Is, is the router is the problem? It’s the nodes but who knows?"

#GI00132169

What “good” looks like:

- Always capture model, serial number, firmware version, and warranty status within the first 2 minutes of any hardware-related call.

- Use the script: “To help me identify the exact device, could you share the model number (e.g., EA9500) and the serial number located on the back label?”

Next step: Add these fields to your opening spiel and confirm they’re entered into HappyFox before proceeding.

Next Week's Focus

• Start every hardware call with model/serial collection — treat it like a VIP script.
• Build a “command validity checklist” for common troubleshooting steps (e.g., sysinfo, MAC cloning) and keep it visible.
• Practice the 5-press recovery flow for mesh nodes before suggesting factory resets — ensure you can explain LED patterns and expected outcomes.
• When escalating, document L2’s planned actions (e.g., “L2 will verify MAC binding with Spectrum”) to maintain transparency and reduce repeat contacts.

Technical Accuracy

• Improvement: Provided incorrect default admin password ('admin admin') and unsupported sysinfo URL (/sysinfo.cgi) for Velop/MX series. #GI00131461
• Improvement: Failed to collect product model, serial number, or warranty status before providing device-specific guidance. #GI00132169
• Improvement: Used unauthorized remote-support platform (Zoho) instead of approved Linksys tools. #LTS00131729
• Improvement: Provided factually incorrect warranty extension information without proof of purchase. #LTS00131757
• Improvement: Incorrectly declared device end-of-life and suggested purchasing MX2000 without troubleshooting VPN/camera issue. #LTS00131067

Escalation Lessons: What L2 Did

#GI00132169 — Resolved by Level 2

• What L1 saw: After a Spectrum upgrade, half the customer’s devices (iPad, TV, Ring cameras) rejected the Wi‑Fi password while others connected successfully. Nodes appeared as a guest network.
• Why it escalated: L1 initiated paid support prematurely, provided incorrect URLs (myrouter.com), and failed to collect model/serial/firmware details, leaving root cause unidentified.
• Related call chain: This was the third contact in three days — L1 closed the prior two calls as “abandoned” after incomplete troubleshooting, forcing the customer to restart the process.
• What L2 did: L2 identified the issue as Spectrum-imposed MAC binding after verifying the customer’s ISP and router model. They guided the customer to register the router’s MAC with Spectrum, avoiding a costly replacement.
• Current state: Resolved via ISP coordination; no hardware replacement needed.
• L1 learning points:

1. Collect model/serial/firmware upfront — it unlocks ISP-specific workarounds.

2. Avoid “guest network” assumptions — verify SSID visibility and password matching first.

3. Document partial successes (e.g., “Samsung TV connects”) to isolate device-specific issues.

#TE00132294 — Resolved by Level 2

• What L1 saw: Customer couldn’t print to an HP OfficeJet Pro 8030e connected to a new MX4200 router. L1 used an unauthorized remote tool (Zoho) and gave fragmented instructions.
• Why it escalated: L1 failed to confirm basic connectivity (e.g., printer IP, router LAN status) and misrepresented Linksys’ printer-support scope, leading the customer to declare intent to return the router.
• Related call chain: This was a follow-up to an earlier closed case where L1 had incorrectly declared the router “end-of-life.”
• What L2 did: L2 performed a structured printer-setup flow: verified LAN cable, confirmed router’s DHCP assignment, and guided the customer through HP’s embedded web server to enable Wi‑Fi printing.
• Current state: Printer now prints; router retained.
• L1 learning points:

1. Confirm printer-network compatibility — HP OfficeJet Pro 8030e requires either Wi‑Fi Direct or LAN, not both simultaneously.

2. Use Linksys-approved remote tools only — Zoho violates security policy.

3. Clarify Linksys’ support boundaries — we support the router, not third-party peripherals, but can guide basic connectivity.

Coach Appendix

Internal use only — not shared with agent.

• Highest-signal trend: Consistent omission of model/serial/warranty data before technical guidance, leading to incorrect instructions and escalations.
• Recurring pattern: Use of non-standard tools (Zoho, custom URLs) and invented credentials — mitigate by strict adherence to KB validation steps before command issuance.
• Escalation trigger: L1 closing cases with “abandoned” status after partial troubleshooting, creating repeat contacts. Focus on documenting next actionable steps even if unresolved.

This Week's Calls